VRV Field Product Specialist

About the role

A senior-level internal technical resource responsible for supporting company teams with advanced product expertise, cross-department collaboration, and strategic guidance. This role bridges engineering, operations, sales support, and service teams to ensure HVAC products are consistently understood, applied correctly, and optimized for performance. As a mentor and subject matter authority, the Product Specialist II helps shape product strategy, develop training resources, and drive process improvements across the organization.

Responsibilities

• Serve as the senior internal subject matter expert for assigned HVAC product lines, providing advanced technical support to internal teams and inter-company partners.
• Lead the development and delivery of internal training programs, technical bulletins, and reference documentation.
• Collaborate with engineering, quality assurance, and product management to address high-priority product issues and implement corrective actions.
• Mentor Product Specialists I and senior technical support staff.
• Review product performance data, warranty trends, and field feedback to identify opportunities for improvement.
• Participate in the internal product launch process, ensuring all teams are prepared with the necessary technical knowledge, training, and support documentation.
• Act as the technical liaison between corporate product teams and regional/field operations.
• Coordinate internal communications regarding product updates, application best practices, and regulatory compliance changes.
• Contribute to cross-functional projects that require deep HVAC product knowledge.
• Maintain all Field Product Quality Reports in GIB (Global Information Bank) database.
• Prepare, interpret, and communicate special reports for jobsite visits with Field Service Support (COD or IND Tech Manager, etc.) for investigation and resolution of product problems (Manager approval required).
• Work with Service Engineers on parts standardization, substitutions, and/or obsolescence.
• Prompt communication or handling of data to warranty for warranty processing or other departments as required for reports.
• Travel to field locations to resolve product problems (as approved by Manager, Technical Services).
• Investigate and coordinate with necessary departments (Engineering, Quality Assurance, Field Service, etc.) to resolve product quality issues (Manager approval required).
• Travel to conduct or participate in training programs, shows, distributor meetings, quality investigations, customer quality reviews, etc. (Manager approval required).
• Perform additional projects/duties to support ongoing business needs.
• All duties and responsibilities of Product Specialist I.